MMG has assembled a collection of unrivaled Disney experts with deep experience in the development, operations, and optimization of some of the most beloved and highly attended theme parks in the world – expertise that can be yours with one call. Our talent includes business and functional experts to meet the diverse requirements of theme parks, as well as in-depth training that connects every experience and operation seamlessly. MMG enables you to create, operate, implement, evaluate, and elevate experiential environments and premium experiences throughout your property. We optimize operating platforms and create a highly effective customer-focused culture throughout your organization by providing leadership development and training, managing change, increasing productivity and occupancy, and maximizing operating income.
COVID-19 has significantly impacted the theme park business model globally. We understand that a safe and clean operation is paramount to delivering on the brand promise you've made to your customers. As your global advisory team, MMG will guide you through this challenging time.
At our core we are practitioners. The former Disney executives and experts at MMG walked the streets and hallways of their operations with direct leadership over the development and delivery of the experience. We've led safety, security, ride & attractions, retail store design, retail operations, food & beverage, souvenir photography, special events & festivals, custodial, parking, guest services, staff onboarding and training, contact centers, and more. MMG has also assembled key functional experts who assisted in making strategic and operational decisions in the areas of Consumer & Employee Insights, Industrial Engineering, CRM, and Business Development/Feasibility.
With our extensive tenure at Disney and other major brands, MMG represents one of the deepest, most diverse thought and operations leadership teams in the industry. We connect every dot from pre-arrival to final departure, with a focus on creating memorable experiences that will increase customer spending and repeat visitation.
“We create happiness.”
In this day and age where uncertainty and fear have taken hold, we believe in creating safe spaces that allow people to experience happiness, strengthen personal connections, and build a lifelong memories. We are the largest collection of former Disney executives and experts in the industry. MMG experts have worked with clients from small and medium-size companies to industry leaders.
MMG experts have worked in all aspects of the development cycle. From envisioning & brainstorming, design, build, launch, operations, and optimization, our experts that can review your designs and plans and walk your operation so you can see your business through our eyes.
We optimize operating platforms and create a highly effective customer focused culture throughout the organization through leadership development and training, change management, increased productivity, and maximizing capital investments.
We assess the customer experience, evaluate design optimization, CapEx and OpEx, and quantify intent to return across all functions of the theme park enterprise in both the physical and digital environments.
Our customized assessment will evaluate your end-to-end customer journey, in both the physical and digital space. We walk a mile (all the miles, actually) in your customers' shoes and leverage those observations and findings to boost your service and execution. This is not a run-of-the-mill secret shopper activity providing feedback, but executive-level experts with significant theme park experience that will provide detailed observations, context as to how hits and misses are impacting your brand, and specific recommendations on how to build solid and effective internal controls that will allow you to maximize efficiency and accountability.
We gather and evaluate information on how your employees feel about the employee experience and how your customers feel about the customer experience. We also dig deep into your efficiency and evaluate every aspect of your leadership structure and day-to-day operations.
We create and implement extraordinary end-to-end transformations through our assessment and design optimization process. From trend opportunity to concept assessment and implementation, we evaluate concepts for design optimization, the physical flow of the property including real estate adjacencies, maximizing productivity initiatives, and maximizing operational efficiencies. We provide insights on the strategic placement of “WOW” factors throughout the theme park experience to keep guests engaged and entertained throughout their visit.
We improve top and bottom-line results by optimizing all operating platforms within a business. We build operating guidelines, processes and organizational platforms supporting the overall theme park experience. We specialize in optimizing and monetizing businesses by keenly leveraging products and services, building effective pricing and promotional strategies, and creating a highly effective, customer-centric culture throughout the organization.
Your staff represents and advances your brand. Without a dynamic and engaged team, you simply cannot consistently deliver seamless, end-to-end, exceptional experiences. We utilize proven training methods that help you build a customized, focused, and immersive service culture designed to provide your staff with a solid foundation so they can personalize the guest experience and create memories that will last a lifetime.
We help you build highly effective leadership teams through robust training and development programs, ensuring you have the “right fit talent” at every level of the organization, establishing executive mentoring and coaching opportunities, and working alongside your teams to ensure you can leverage our extensive experience and apply our proven tactics to your operation.
We help create fun and memorable experiences for the entire family. The food and beverage experience has become and essential part of the guest visit and, if done well, can immerse your guests in your theme park story and be a significant revenue generator. The experience must include a wide diversity of menus, as well as keen attention to nutrition, dietary, and potential allergens.
Our team of experts has managed Disney theme parks and dining facilities all over the world, and we can help elevate your theme park food and beverage line of business on multiple fronts. We offer proven expertise in every aspect of this discipline including, storytelling, restaurant management, design, menu creation, guest flow optimization, training, profitability and sustainability.
We create and customize imaginative signature theme park experiences and events that drive customer visitation and increased revenue. Consumers are driven by experiential activities that influence future bookings. Our knowledge of developing, implementing, and operating events is steeped in storytelling and creating lasting memories. From exclusive invitation-only events, pop-ups, and performance venues, to large-scale holiday celebrations, theme and branded events and festivals, our creative operating and business optimization team has in-depth knowledge of event creation, operations, and execution.
Each event will be tied to income generation, the diversity of your customers, and include retail components. We partner effectively with you and your teams to create event strategies with your key suppliers to establish collaborative synergy for flawless delivery that drives visitation, customer satisfaction, and generation of income.
At the heart of it all is the consumer. We use proven empathy tools to ensure that consumer-centricity is at the center of everything we help you accomplish, using data you have - or data we collect for you - to uncover unmet needs, creating campaigns, products, and services that speak directly to your customers’ wants and needs. We offer custom design thinking training and workshops that skill up every member of your organization, infusing creativity, and different thinking into every project they work on. By using these design thinking methods to approach challenges, your company will create new, disruptive products, services, and campaigns that will drive constant and consistent growth and culture-change to differentiate you from your competitors.
How well do you know your customers? Assuming they are happy with the products and services your company provides is a big risk. It’s about customer-centricity. Knowing exactly how they feel about you, and crafting your products based on their wants and needs is critical to your business success. Understanding your employees is another important part of the equation, as they are the front line with constant contact to your visitors. Their passion for delivering on your brand promise is just as important as your products and services. We believe that employees are a critical asset and an important part of the ‘product’ that you sell. Investing the time and energy to understand their attitudes and perceptions and how they impact customer behavior and engagement is time well spent.
MMG studies both of these important areas, provides key insights that tie them together, and we craft a plan to address the gap between brand promise and operational excellence.
We provide a systematic approach to streamline and improve business productivity and efficiency. We deliver ROI by: 1) optimizing workflow between employees and departments, 2) developing role-specific productivity targets, 3) increasing transaction capacity by reducing cycle time, transforming business processes, documenting technical requirements, and modeling operational impacts supporting enterprise technology deployment, 4) conducting quantitative and qualitative user experience testing that optimizes system design, resulting in greater adoption, 5) developing analytical operation models that guide scenario planning and decision-making, 6) minimizing waste and capital expense, and 7) determining labor standards and developing planning tools that improve labor utilization and budgeting accuracy.
We combine analytics, strategic insights, and an entrepreneurial mindset to solve complex problems and drive growth in large- and small-scale business ventures – both new and existing. We help you and your leadership team sharpen pro formas and business models, answer key operational questions, manage risk, and optimize your business performance. We help you make informed decisions on prioritizing your strategic focus, managing investment and human capital allocation, and we recommend the best path to get from insights to execution.
We offer strategic planning services to help your organization assess the current state of your business, identify challenges and opportunities, and develop strategies to grow profitably.
Following a Disney-inspired data-centric approach, we leverage guest data to extract insights and enhance the customer experience journey to deliver measurable results. Our core expertise is leveraging customer data to optimize Customer Relationship Marketing (CRM), Digital Marketing Activations, Customer Journey Mapping, Lead Management, Data Optimization, and Digital Platform Optimization. We not only help you extract more value from customer data, but we also help you understand platform needs. We assess options and provide insights on selecting and implementing platforms that bring cross-functional customer strategies to life. We recommend efficiencies, highlight missing capabilities, and provide process optimization approaches to deliver on your brand promise.
Capital projects require effective investing in the appropriate areas at the right time to support the ultimate theme park experience. When reviewed collectively, CapEx typically receives insufficient management attention or control, causing inefficient capital allocation and poorly prioritized project portfolios. We help you optimize your theme park portfolios and investments through budget analysis and re-alignment, organizational alignment of design teams, and project organizations with the appropriate capabilities to innovate, leverage, and invest capital effectively to maximize the guest experience. Our extensive knowledge in value engineering helps clients prioritize capital spending to provide the best product afforded by the project budget. We provide this service to ensure the investment is appropriated in the areas that will maximize return on investment and reinforce the guest experience and deliver on your brand promise.